Are you passionate about solving technical issues and providing top-notch support? PDS Tech Commercial is looking for dedicated Technical Support Assistant on Pittsford, NY.Role Summary:As an L1 Technical Support Engineer, you will be the first point of contact for technical issues related to OnGuard, Netbox, and Elements Ecosystems. Your role will involve troubleshooting, resolving complex technical problems, and ensuring customer satisfaction.Day-to-Day Responsibilities:
Respond to technical issues via telephone, email, and web.
Interface directly with customers to understand and resolve their issues.
Gather and document all required data for support cases.
Troubleshoot, reproduce, and escalate issues as needed.
Collaborate with other technical support staff and departments to resolve problems.
Manage your schedule of cases, prioritize tasks, and provide updates to customers.
Assist with support verification projects and contribute to the knowledge base.
Stay familiar with ecosystems, 3rd party integrations, and internal support workflows.
Qualifications:Required:
High School Diploma or GED.
2+ years of experience in customer service or technical help desk.
1+ years of experience resolving complex technical issues through research, log analysis, issue reproduction, or advanced troubleshooting.
Preferred:
Associate degree in computer science, IT, electronics, or equivalent experience.
Technical certifications such as A+/Net+/MSSQL/MCP/MCSE/MCDBA.
Understanding of basic AC and DC circuitry and electronics.
Advanced knowledge of SQL database engines.
Experience in Access Control, Video, Intrusion, and related technologies.
Excellent communication and customer service skills.
Ability to multitask and work independently.
Experience with Linux operating systems and virtualization technology (VirtualBox).
Knowledge of TCP/IP, DNS, SSL, and other networking concepts.
Understanding of Access Control components.
Previous technical support experience.
Proficiency in Salesforce.
Why Join Us?At PDS Tech Commercial, we value our employees and offer a supportive and inclusive work environment. We provide:
Competitive salary $25.00-$30.00 and benefits package.
Opportunities for professional development and career advancement.
A vibrant workplace that encourages creativity and teamwork.
Hybrid work schedule for better work-life balance.
Ready to Make an Impact?If you're passionate about technical support and eager to contribute to a forward-thinking company, we want to hear from you! Apply now to join PDS Tech Commercial and be part of our exciting journey.This position requires use of information or access to facilities subject to the International Traffic in Arms Regulations (ITAR) and/or Export Administration Regulations (EAR). These regulations may limit access of controlled technologies: 1) to U.S. Persons, including U.S. Citizens, lawful permanent residents, and other narrow categories including refugees and asylees, or 2) to certain foreign nationals that have received an export license.Pay Details: $25.00 to $30.00 per hourBenefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.Equal Opportunity Employer/Veterans/DisabledTo read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.pdstech.com/candidate-privacyThe Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:
The California Fair Chance Act
Los Angeles City Fair Chance Ordinance
Los Angeles County Fair Chance Ordinance for Employers
San Francisco Fair Chance Ordinance